A new audit says San Diego must improve the accuracy and clarity of its Get it Done! tipster app to reverse a recent dip in customer satisfaction with the app, which allows people to conveniently report potholes, graffiti and other problems.
The six-year-old app often gives customers inaccurate, incomplete or confusing information about when the problem they reported will be solved and when there has been progress toward that goal, the 48-page audit says.
The audit also recommends that San Diego catch up with most major U.S. cities and other large cities in California by establishing a centralized 311 phone intake option for complaints and service requests.
A 311 system, which would serve as a complement to Get it Done!, would boost equity by making it easier for non-English speakers and people who are technologically challenged to report problems, auditors said. The audit says a 311 system could also boost the city’s emergency response times by shifting calls away from the Police Department’s non-emergency line.
Phone calls remain the preferred option for reporting problems to the city. The city receives nearly 1 million requests by phone per year compared to approximately 300,000 annual Get It Done! requests.
In response to the findings, city officials agreed to make all the recommended changes to the app. Those changes include giving customers estimated completion dates for reported problems and interim progress reports.
The city will also create new training programs so employees give more accurate information, and it will create procedures for supervisors to review communications between city workers and people who submit Get it Done! requests.
But most of the changes won’t be made until next summer or the end of 2023, the audit says.
City officials rejected the audit’s recommendation to establish a 311 system, contending that a central phone line for complaints would further erode customer satisfaction by making it easier to submit complaints the city can’t quickly solve.
Officials said they need to improve city services and the capacity to respond to complaints before confronting what they expect would be a sharp increase in the number of complaints coming in.
“Done out of order, the city would be providing better access to a broken system, where customers are able to report issues in more ways, but where no resources have been allocated to improve how quickly or effectively those issues are resolved,” wrote Kirby Brady, the city’s chief innovation officer.
City officials could work on a plan for creating a 311 system while simultaneously boosting the city’s ability to handle more complaints efficiently, he said.
Of the 10 most populated cities in the nation, only San Diego and Phoenix don’t have 311 systems. Of the 10 most populated cities in California, only San Diego, Long Beach and Bakersfield lack 311 systems.
Similar to a 911 system, a 311 system would allow callers direct access to a city hotline for complaints. Such systems were launched by many cities in the 1990s, Hanau said.
The audit comes as the number of annual reports to the Get it Done! app has nearly doubled since 2018, primarily because city officials have expanded the different types of problems that can be reported to more than 60.
The number of reports climbed from 148,946 in 2018 to 296,209 in 2021. Meanwhile, overall customer satisfaction fell from 3.4 to 3.1 on a scale of 1 to 5.
Customer satisfaction varies widely by type of problem reported. Requests pertaining to encampments, missed trash collection and parking generally fell the most between 2018 and 2021.
The audit says a key factor in low satisfaction ratings is the app frequently telling customers that their case is “closed” when the problem hasn’t actually been solved.
Typically, city officials have marked the case closed because nothing can immediately be done by the city. In response to the audit, city officials agreed to provide customers details beyond just saying the case is closed.
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